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In the role of IFDS-Senior Production Support Analyst you will be responsible for:
Act as point of contact for incidents/requests relating to TA applications and surround products. Investigate and analyse these issues and to resolve in a timely manner
Ability to assess customer needs effectively and ensure these are responded too accurately, professionally and in a timely manner in line with process
Monitor and maintain ticket logging tools and mailboxes and assist with any maintenance and changes that impact on such services
Act as link between TA and relevant technical support teams for all TA applications e.g. TA Reporter, DVD, AWD, iFAST, etc
Escalate issues where required to ensure appropriate resolution is achieved
Participate in calls with vendors to advance ticket resolution in timely manner
Ensure any standard support tasks assigned is accurately completed in a timely manner
Ensure appropriate support documentation exists for all applications supported
Document and maintain procedures for all Prod Support processes and ensure they are placed on SharePoint
Participate in an out of hours oncall support rota in providing support to global operational locations in regards to major system incidents
Provide an excellent level of high valued customer service and proactive engagement including progressing calls with Operations to close out any urgent items
Review and identify any reoccurring issues and ensure there is short and long term solutions in place to address
Contribute to the bug fix process with documenting the issue to support testing reviews
Manage high severity incidents via the Events Committee process and work with vendors to resolve issues in timely manner
Own and actively work with projects, IT, new business and test teams on the handover of all new TA applications, functionality and new clients, with a particular focus on receiving adequate application support documentation (ASD)
Assist with coordinating any IT maintenance / change event that may need to be supported
Own and drive complex / critical related incidents with vendors and ensure timely solution. Perform problem solving analysis at a high level
Raise incidents and requests with vendors (where required) via the appropriate ticket logging tool and with the required level of detail and at the correct priority level
Participate in scheduled weekly (and occasional ad-hoc) calls with vendors regarding service levels and performance.
Provide weekly/monthly updates on all open incidents using reporting functionality
Contribute to the monthly TA Ops Change MIS pack and daily/weekly MI reporting and create client/Operations service decks/reporting
Demonstrate risk excellence in executing support related activities
Able to take on directs and ensure all support activities are completed to high standard and to provide development support to aid growth
To be successful in this role, your experience should include
Review, recommend and deliver any service improvements related to systems or processes that will benefit Operations and clients
Take on other service initiatives that will benefit the wider function / organization in meeting key corporate goals / strategy